Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. Dual use - reference work and/or training manual Potential as a text book Applicable to a wider context than LIS - could be used for a whole HEI institutional approach to customer care or in local authorities/public servicesA Training Manual for Library Staff Pat Gannon-Leary, Michael McCarthy. Brannon, S. (2006) a#39;How working in retail made me a better librariana#39;, One- Person Library 23(2): 6a8. Gardner ... a#39;A walk in the stacks: real-life scenarios and how to deliver good customer service in thema#39;, AALL Spectrum 12(8): 20a31. ... a better service for citizens and businesses, a better deal for the taxpayera#39;, available at: http://www.hm- treasury.gov.uk/d/pbr06_varney_review.pdf ( accessed 1 October 2009).
|Author||:||Pat Gannon-Leary, Michael McCarthy|
|Publisher||:||Elsevier - 2010-03-15|